Reschedule or cancel an appointment

Plans change. Move an appointment to a new time, or cancel it, from the Booked tab. Either way the guest is emailed straight away, so nobody turns up at the wrong time.

Before you start

• The appointment is Booked or Confirmed and still to come. Past appointments can't be moved.

Steps

Reschedule

1. Open Calendars. On the Booked tab, choose List.
2. Under Upcoming, find the appointment and press Reschedule under its status.
3. In Reschedule appointment, choose the new Date and Time. The length stays the same, and the line underneath names the zone the time is in, for example Times are in London — this calendar's own zone.
4. Press Reschedule. A message says Rescheduled.

Cancel

1. Find the appointment in List, or open it in Week or Month.
2. Change Status to Cancelled.
3. Confirm: Cancel this appointment? The time goes back on sale and someone else can book it.
4. A message says Updated, and the booking moves to the Cancelled section.

What happens next

• Rescheduling emails the guest the Booking rescheduled email with the new time. If you move it again to another time, they are emailed again.
• Cancelling emails the guest the Booking cancelled email and frees the time for someone else.
• These two emails can't be switched off, because the guest has the old time in their diary. You can change their wording under Marketing › Email › System emails.
• On the contact's timeline, a cancelled booking reads Cancelled: instead of Booked:.
• Guests can't reschedule or cancel for themselves from their email; they need to contact you.

For agencies

Open the client first (Sub-accounts › Open). The new time is in the calendar's zone, which may differ from yours.

Troubleshooting

"That time is already booked on this calendar. Choose another." Another appointment overlaps the new time. The window stays open so you can pick another.

"There is no … on that date in … — the clocks go forward." That hour doesn't exist on the day the clocks change. Choose another time.

I cancelled by mistake. Set the status back to Booked. The time is held again if nobody has taken it meanwhile, but the guest has already had the cancellation email, so let them know.

The guest didn't get the email. The contact has no email address, or it bounced. Check their record, and see why a reply didn't arrive.

There is no Reschedule button. It only appears in the List view, for Booked or Confirmed appointments that haven't finished.

Related

• See what's booked and mark appointments
• Booking confirmations, reminders and change emails
• Why a reply didn't arrive